Head of Live Service

Salary: £45,000 - £65,000 dependent on experience

Hours: Full Time, 37.5 Hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

We are looking for an experienced IS business manager who is looking to develop their career in our dynamic organisation.

You will be responsible for Bristol Energy’s IT services and systems ensuring these are fit for purpose, demonstrate value for money and underpin business growth. You will have a service delivery team responsible for system administration, IT infrastructure procurement and provision, and voice system maintenance. You will also take the lead in critical change management as we grow our customer base, independent generators and propositions.

You will support the full range of Bristol Energy’s systems across all departments within the business. Key departments include the Senior Leadership Team, Finance, Marketing, Trading, Business Development and our Retail operations (including Sales and Customer Service). This includes ensuring safe and adequate handover procedures to ‘business as usual’ activity, and ensuring continuity and safety of live service. You will manage third party relationships, especially with the suppliers of our system architecture, which is almost entirely outsourced and cloud-hosted.

Key accountabilities

Your main accountabilities will include:

  • Implementing a service management system and embedding key service management principles and processes across all digital assets in the business

  • Maintaining the quality and cost effectiveness of IT Services provided either internally or through Managed Services partners

  • Identifying and delivering IT Service improvements, working closely with ICT providers to ensure timely and cost-effective delivery

  • Defining and managing ITIL aligned IT policies as appropriate including, but not limited to, Incident, Change, Problem and Release Management and ensuring these are aligned with Bristol City Council (BCC) policies as appropriate

  • Commercially managing supplier contracts, liaising with the BCC Commercial and Supplier Relationship Management team in order to take advantage of any deals that BCC already has in place and to benefit from their expertise

  • Carrying out due diligence of suppliers and partners to ensure good Information and Cyber Security practices are in place, checking for compliance and certification of third-parties where appropriate

  • Implementing Information Security, data management, data protection and PCI compliance policies in alignment with the law and with industry regulations

  • Ensuring Bristol Energy system users are supported and have the necessary training to use the systems effectively

  • Managing a significant part of the IT budget and delivering demonstrable value for money

  • Sponsoring IT projects and ensuring quality delivery on time and within budget

  • Mentoring the IT Service Delivery Team

  • Setting appropriate objectives and KPIs for the IT Service Delivery Team

  • Communicating effectively with all areas of the business as a member of the SMT

  • Assessing and leveraging new and emerging technologies (AI, automation etc.) to improve process efficiency and effectiveness across the business

About you

You must have:

  • Degree-level qualification or equivalent

  • 3 years proven experience as an IT Manager within a service business and strong experience managing outsourced IT service providers, negotiating and improving contracts and SLAs

  • Experience in ITIL, management of data, IT security issues, defining and delivering IT projects, cloud-hosted delivery models and customer relationship management systems and management information systems

  • Good interpersonal and communication skills including good written and spoken English and the ability to manage a wide and varying range of stakeholders up to and including board level

  • A strong sense of initiative and personal ownership with excellent organisational, estimation and administration skills

  • A friendly and collaborative approach to team working and able to lead a team to deliver great results

  • A keen interested in innovative solutions and a desire to learn new skills to implement emerging technologies for the benefit of the business

  • Motivation to help deliver the mission of Bristol Energy

You will ideally have:

  • Experience working within an energy, telecommunications or financial services organization

  • A British Computing Society Data Protection Act qualification

  • A practitioner qualification in ITIL V3 or demonstrable equivalent experience

  • A Prince2 Practitioner qualification

Application details

Please submit your CV with a short covering letter to [email protected] with the job title in the subject field.